Conversation Intelligence 101

General Information

Conversation Intelligence (CI) is an AI-powered feature that automatically records and transcribes calls.

• Automatic recording and transcription
• Searchable transcriptions
• Call summaries
• Call playback

Who can use Conversation Intelligence? All organizations, regardless of PBX package, can purchase the add-on service.

Licenses

• • Conversation Intelligence offers various subscription plans (S, M, L, XL, XXL) that include a number of transcriptions per month. Subscriptions can be upgraded as needed.
• • Answer groups share transcription resources. Each call contributes to a shared pool of resources.

Purchase a License

Conversation Intelligence is not included in the PBX package. The service must be purchased as an add-on.

You need the account permission to be able to purchase add-on services.

Activate a License

After purchasing a Conversation Intelligence license, it must be activated for users or answer groups.

• 1. Go to Organization Settings.
  2. Select PBX System and then Conversation Intelligence.
  3. Assign the license to users or answer groups.
  4. The service is now active.

Storage Capacity

• You can set the storage period for recordings, which determines how long the recordings are saved.

  • Choose between 1, 6, 12, 24, 36, 48, 60, 72, 84 months, or custom.
  • Maximum of 30,000 stored calls.

• You can set the storage period for recordings, which determines how long the recordings are saved.

  • Choose between 1, 6, 12, 24, 36, 48, 60, 72, 84 months, or custom.
  • Maximum of 30,000 stored calls.

Recordings are deleted (oldest first) and will no longer be available. You can always download your recordings and store them in a secure location.

User Permissions

• • You can choose whether a user should be able to listen to their own recordings. Toggle on / off.
• • You can choose whether a user should be able to delete their own recordings. Toggle on / off. We recommend leaving this setting off (Off by default).

User Settings

Admins can adjust their Conversation Intelligence settings under Organization Settings:

• • Automatic recording
  • Transcription quota alerts
  • Listening permissions
  • Delete permissions
  • Retention period

Answer Group Settings

Supervisors or administrators can manage the group's recording settings via Answer Group Settings.

• • Shared transcription pool
  • Automatic recording for all group calls
  • Assignment of transcriptions
  • Supervisors' access to calls
  • Notifications and alerts